Customer Service

Introduction

This guide details the use of the Agency Management System (AMS) for managing the lifecycle of insurance policies in a commercial brokerage setting. It describes how policies are handled from quotation to active status and outlines the key stages and required actions within the AMS.

Policy Status Definitions

• Proposal: Initial policy draft after quote acceptance.

• Review: Awaiting broker review after initial entry.

• Incomplete: Needs further information or corrections.

• Active: Approved and in effect.

• Cancelled: Terminated before its term ends.

• Expired: Reached its end date.

• Non-Renewal: Not renewed after term expiration.

Workflow Overview

Quotation and Proposal

• Broker: Generates a quote using Close CRM.

• Client: Signs the quote.

• AMS: Automatically creates a policy with status "Proposal".

• Notification: Broker is alerted to complete the policy draft.

Policy Submission and Review

• Broker: Completes the policy form with required documents and details, updating status to "Review".

• Notification: Alerts customer service to review the updated draft.

Review Process

• Customer Service: Assesses the policy documents.

  • If incomplete: Status changed to "Incomplete". Broker is notified to make specific amendments.

  • If approved: Status updated to "Active". AMS generates and attaches the certificate of insurance to the "Insured" document.

Finalization and Notification

• AMS: Automatically notifies the insured and broker via email, providing the insurance certificate and a download link.

Email Notifications

• Policy Update Required: Informs the broker to initiate policy draft.

• Policy Draft Updated: Alerts customer service of policy submission for review.

• Incomplete Policy: Notifies the broker of necessary revisions.

• Policy Approval: Confirms policy activation and delivers the insurance certificate to all relevant parties.